January and February were brutal for travel in the Northeast. I am painfully aware of it, since I had travel scheduled for each of those four weeks to Boston, which was hit with record snow. The snow led to flight delays and cancellations, and I saw the same scenario play out week after week: tired travelers at the airport, trying to reschedule their canceled or delayed flights. Many were trying to talk to airline representatives on their phones, while using a tablet, laptop or a ticketing kiosk to do the same thing. This was an extreme situation, but is still representative of a majority of the customer experience journeys of today, which are very different and much more complex than those of a few years ago.